New Member
Refund
Greetings,
BLUF: Money Drafted from bank, service canceled before billing cycle ended. Need charges reversed.
I canceled my service with your Direct TV department and I have an issue. I have been with Direct for Years, I had my account set for auto pay so I have not missed a payment. When I called to ask about equipment upgrade to replace the equipment that I have had for Years or possible specials the answer was not eligible for free upgrade. On two separate phone calls the answer was the same, when I stated that I was going to find a different provider the service rep said "have a nice day". When I finally was able to reach the correct department (hung up on twice using the automated system, redirected to wrong department and hung up on) the gentleman on the phone said that I was eligible for a free upgrade and tried to salvage the account, damage was already done. I found a new service and canceled my service with you before the billing cycle ended and today 8 April my account was hit for the payment. You have a pay in advance for services established and your rep was trying to tell me that this was for the services Mar to Apr. Negative, if you bill in advance then the 8 April draft would be for the Apr to May cycle. I need the charges reversed. Side Note: you customer service has dropped significantly over the years, I understand that you as a Corporation outsource some of the jobs to save money. If, for whatever reason, the people you pay to represent your company cannot and/or do not have the ability to articulate, comprehend and/or adjust fire to the situations that present themselves then are you really saving money?
Feel free to give me an address, phone number and/or email that I can start a dialog with on a private forum instead of a public one. I would prefer you not to refer me the standard customer service information as it has proven to be unreliable and full of misinformation.
Paul
skeeterintexas
ACE - Expert
•
28.3K Messages
5 years ago
There is no email. There is no private forum. If you are not satisfied with the assistance from the regular CS department, file a report with the BBB.
0
0
Juniper
ACE - Expert
•
23.5K Messages
5 years ago
Normally you qualify for a free upgrade if it has been over 2 years of active service since your last upgrade (adding additional TV counts). However it depends on your setup if there is something that actually would be an upgrade. Satellite tech doesn't advance constantly like other things so it can be years before something that would actually be an upgrade for you personally.
Billing in advanced does not necessarily mean you pay in advance. Just means DirecTV sends out the bill at the start of the billing month. So double check the bill for the service dates. Auto pay by credit card is normally 2nd day of the cycle, but if by EFT then it tends to go through day 15.
For example, say your bill cycle starts April 7.
Day 1 (April 7) service month starts.
Day 2 (April 8) bill produces and Autopay by credit card goes through.
Day 15/approx (April 22) Autopay by EFT goes through.
Day 20 (April 27) listed payment due date if you don't have auto pay.
Using that example if you canceled no earlier than April 7, then your last payment would be in April for services through May 6. However if service month starts over on May 7 and you are billed for another month, as opposed to final one-time charges to clear out the account or simply a statement showing final payment received for your records, then that would be in error.
So first read the bill to verify the service dates compared to the payment that went through. If the service month did start over then you need to call DirecTV back as that would say the account wasn't canceled. Say "cancel" at the voice prompt to minimize transfers.
Sorry but if you want a dialog with DirecTV then you have to call them. There is no email or separate forum as that is not how customer support works. In rare cases an official response on the forum 'might' happen, but it is not to be relied upon and has limited options as they are not a replacement for customer support.
Alternatively if you still get no resolution with customer support, then you could file a BBB complaint.
(edited)
0
0